What You’ll Do:
- Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs
- Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset
- Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds
- Contribute to our internal knowledge base by writing clear technical articles and FAQ guides
- Effectively document and escalate reproducible bugs to the Engineering team via Jira
- Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams
- Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service
What We’re Looking For:
- A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment
- Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred
- Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus
- Exceptional written and verbal communication skills; ability to remain calm and empathetic under pressure
- Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred
- Proven ability to manage your time effectively in a remote, contract-based setting
What We Offer:
- Need a break? “Mental Health Day” options - We want you at your best!
- Regular virtual social events, including happy hours, lunch & learns, games and speaker series
- Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth
Skills Required
- Minimum of 3 years customer service/technical support experience
- Proven ability to manage time effectively in a remote, contract-based setting
- Proficiency with Zendesk
- Proficiency with Datadog
- Proficiency with Postman
- Proficiency with GitHub
- Proficiency with Jira
- Experience with data validation, formatting, field mapping, payloads, and SQL reporting
- Exceptional written and verbal communication skills; calm and empathetic under pressure
- Familiarity with APIs, Webhooks, NetSuite, Shopify
- Experience in a contact center or similar environment (preferred)
What We Do
Welcome to 1840 & Company. We are changing the way companies hire, manage, and grow their workforce. Our mission is leading the future of work towards a more flexible, inclusive, and efficient global job market, enabling businesses worldwide to overcome staffing and skills challenges with ease and efficiency. As a global leader in business process outsourcing (BPO) and staff augmentation, we offer comprehensive solutions that span from Recruitment Process Outsourcing (RPO) to global compliance and payroll services. Our approach reduces traditional hiring costs by up to 70%, offering a scalable, cost-effective solution for businesses at any growth stage. At the core of our strategy is an advanced AI-driven talent matching system, part of our 1840 Global Talent Cloud, which ensures quick and precise placement of vetted professionals in over 150 countries. This unique capability allows us to provide quality staffing solutions rapidly, addressing the dynamic needs of today's businesses. 1840 & Company is more than just a BPO provider; we are a strategic partner committed to adding value and enhancing productivity. By managing the complexities of international staffing and operations, we enable our clients to focus on their core missions with the confidence that their outsourcing needs are in expert hands. Visit our website at www.1840andco.com to learn more and request a free consultation on scaling your company's growth with global remote talent.
